Contact Center Shift Lead

Dilling Heating, Cooling, Plumbing & Electrical; Charlotte (NC); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Full benefits

Disability & Life Insurance

401k matching

Career development

Paid time off

Job summary

Dilling Heating, Cooling, Plumbing & Electrical is seeking a Contact Center Shift Lead to guide our customer experience team across home service brands. You will provide real-time coaching, scheduling oversight, and operational support to HVAC, plumbing, electrical and generator service departments.

You will lead from the front, manage shift coverage, monitor KPIs, coach agents, and ensure brand scripts and pricing are applied correctly.

Qualifications

• Experience leading a contact center team.
• Strong coaching and real-time troubleshooting skills.
• Ability to monitor queue activity and staffing in real time.

Responsibilities

• Manage real-time staffing during the shift — approve breaks, cover call gaps, and reassign agent duties as needed.
• Monitor adherence to schedule and ensure agents are logged in and on queue.
• Troubleshoot CRM/phone systems (e.g., ServiceTitan) or escalate to IT as needed.
• Lead shift huddles and provide coaching to improve performance.
• Ensure brand scripts, guarantees, and pricing are correctly applied when routing calls across brands.

Skills

Real-time coaching

Operations coordination

Leadership

KPIs tracking

Brand/script adherence

Cross-brand escalation

Tools

ServiceTitan

Call routing tools

Job description

Overview

Ready to grow with a company that values its people as much as its customers? We are seeking a Contact Center Shift Lead to help lead our customer experience team across multiple home service brands. In this role, you'll provide real-time coaching, operational support, and leadership to a team serving HVAC, plumbing, electrical, and generator customers. If you thrive in a dynamic environment, enjoy developing others, and are passionate about delivering outstanding service, this is an opportunity to build your career with a company that offers ongoing training, professional growth, and long-term stability.

Compensation:

• $21.00 - $25.00

Why YOU Should Join Our Team:

• Competitive Pay
• Full Benefits: Medical, Prescription, Dental, and Vision plans to keep you and your loved ones healthy. Disability & Term Life Insurance, plus matching 401k benefits.
• Career Development: Ongoing training & development with clear pathways for growth.
• Paid Time Off: Paid Holidays & PTO to ensure you can recharge and enjoy life outside of work.

Core Responsibilities:

Shift Operations & Coordination

• Manage real-time staffing during the shift — approve breaks, cover call gaps, and reassign agent duties if a shift in workload is needed.
• Monitor adherence to schedule (agents logged in, on queue, not stuck in after-call work too long).
• Ensure Dexcomm, Abandoned, Schedule Pro and other paid lead source activations are handled in a timely manner and completed before shift close. (Full e-support coverage as needed).
• Serve as the first escalation point for agents who need help mid-call, and approving if a call booking meets protocol guidelines.
• Work with dispatch/routing to ensure booked jobs are correctly categorized by trade and urgency.
• Proactively flag capacity issues to dispatch/CSM when a trade is overbooked.
• Update Protocol as needed from General Manager and Trade Manager guidance.
• Ensure the CRM/phone system (e.g., ServiceTitan, call routing tools) is functioning; troubleshoot basic technical issues or escalating to IT.
• Validate that call dispositions and lead sources are logged correctly for reporting.
• Cross-trade fluency: Understanding that urgency assessment and triage requirements vary by trade.
• Cross-brand consistency: Ensuring agents correctly apply brand-specific scripts, guarantees, and pricing when routing calls across brands.
• Surge management: Reallocating staff to support trade-specific seasonal demand and weather-related service surges.

Team Performance, Quality & Development

• Take over escalated or irate customer calls that agents can't resolve.
• Listen to live or recorded calls for quality and coaching purposes (as able when call volume is low).
• Ensure agents follow the correct call flow and procedures for each brand.
• Track shift-level KPIs: answer rate, average handle time, booking rate, and abandonment rate.
• Report shift performance to the Contact Center Manager, noting anomalies such as a spike in electrical calls or an unusual cancellation rate.
• Reinforce training for new agents, providing support and coaching as needed.
• Run brief shift huddles to communicate updates: new promotions, pricing changes, seasonal campaigns, and service alerts.

Reporting & Communication

• Document notable incidents to leadership (system outages, high-escalation days, staffing shortfalls).
• Provide a clean handoff summary to the next shift lead.

Overall Expectation

• Lead from the front as a model CSR, setting the standard for performance, professionalism, and customer service. Foster a positive team environment by taking initiative and providing the structure and support the Contact Center needs to succeed.
• Provide constructive feedback and recommendations for improvement. Share ideas, identify opportunities, and contribute to continuous improvement efforts across the team.
• Maintain high standards of performance and accountability. Demonstrate what success looks like and inspire your team to consistently deliver their best.
• Address errors and performance concerns promptly through coaching, training, and real-time feedback, while mentoring team members to support ongoing development and improvement.
• Support membership program training initiatives, ensuring all team members have a clear understanding of offerings, processes, and customer benefits.

Posted Min Pay Rate

USD $21.00/Hr.

Posted Max Pay Rate

USD $25.00/Hr.